Project Report Selvakumar Findings

CHAPTER 1
INTRODUCTION
1.1) INTRODUCTION
State bank of India is an Indian multinational public sector banking and financial service
company. It is a Govt. owned corporation with headquarters in Mumbai, Maharashtra. As
of 2014-15 it had the asset of 20.480 trillion and more than 14000 branches including 191
foreign offices spread across 36 countries.SBI is formed by renaming the Imperial Bank in
the 1955.SBI has 54 branches in Palakkad District.
The main business of a company is to satisfy the customer needs and wants. Customer is
one who purchase a product or services either for his own consumption or for others. Without
them a company can neither survive nor thrive. In their absence an organisation does not have a
business or purpose. Today business organisations are more customer focused than ever before
since customer satisfaction is a competitive advantage which is sustainable over the long term
.Business organisation should always focus on listening to customer expectation, requirements
complaints and needs to create healthy customer satisfaction relationship. When the
expectations of customer is matched, the resultant feeling is satisfaction and when expectation
doesn’t match then the resultant feeling is dissatisfaction.
Customer satisfaction in the banking industry plays a vital role to create a healthy
business status. In any service based industry customer service is at highest priority. In
banking industry customers are more directly linked with the banks, personnel for any kind
of services or products. Therefore the bank should always focus on training the front desk
staff to provide quality service by knowing their expectations and wants.
Like all other banks, SBI also provides quality service to their customer to make them
satisfied. Customer satisfaction is the key to not only the organisational success but also for
existence. So it becomes essential to analyse the customer satisfaction of the organisations.
That is why the research topic “customer satisfaction on selected banking products of SBI
Namakkal branch is selected for study.
1.2) SCOPE AND IMPORTANCE
The research conducted to know the customer satisfaction of SBI Namakkal branch.
Customer satisfaction plays a vital role for the success and survival of the organisation. In
the words of Mahatma Gandhi “A customer is the most important visitor on our premises,
he is not depended on us. We are depended on him. He is not an interruption to our
business; He is the part of it. He is not an outsider of business. He is the part of it .We are
not doing him a favour by serving him. He is doing us a favour by giving us an opportunity
to do so”. Customer plays a vital role for the development of the organisation .So it
becomes important to analyse whether customers are satisfied or not. In the present
scenario, thestudyon the customer’s satisfaction of the organisation is most relevant.
1.3) STATEMENT OF THE PROBLEM
In the current competitive world, Banks have to struggle their might to offer the best of the
customer satisfaction through various innovative strategies in order to survive in industry.
This study would stand as a sincere attempt to evaluate customer satisfaction of SBI
Namakkal branch
1.4) OBJECTIVES OF THE STUDY
The basic objectives of the studyare given below
1. To examine the various problems and difficulties faced by the customers while availing
the various products or services of SBI
2. To analyse the customer satisfaction towards the selected baking products and services
of SBI.
3. To examine the expectations and the level of satisfaction of the customers towards
the service rendered by SBI.
1.5) METHODOLOGY AND COLLECTION OF DATA
The data for the study was collected from both primary and secondary sources. The
primary data was collected from the selected customers of SBI Namakkal branch. The data
is collected by using well-structured questionnaire for the purpose of study. The secondary
data was gathered from the Magazines, Journals and also from the websites of SBIand
shodhganga inflipnet.
1.6) PERIOD OF STUDY
This study took 21 days for the completion from the date of 1st march 2017 to 21 march 2017.
1.7) TOOLS USED FOR ANALYSIS

Appropriate mathematical and statistical tools was used for analysis of the data and
establishing certain vital relationship among important variables relating to the customer
satisfaction towards selected banking products and services. The data was classified; cross-
tabulated, analysed and interpreted with the help of SPSS and MS Excel. The important
tools used for analysis are given below
1.7.1) ONE-WAY ANOVA

The one way ANOVA is used to determine there are any significant differences among the
means of one independent group. It is a way to test the equality of means at one time by
using variances, and it is used to test the variation in the means score about fee based
services with regard to monthly income of respondents
1.7.2)) Independent sample t- test

The Independent Samples t- test compares the mean scores of two groups on a given variable. It
compares the means for two groups of cases, ideally; for this test, the subjects should be
randomly assigned to two groups, so that any difference in response is due to the treatment (or
lack of treatment) and not to other factors. Here, the independent sample t- test has been used
for testing the observed mean variations of the opinion of the respondent about loyalty of
customers with regard to years of experience of the respondents with banks.
1.7.3) Kruskal-Wallis Test

The Kruskal-Wallis one-way ANOVA by ranks (named after William Kruskal and W.
Allen Wallis) is a non-parametric method for testing whether samples originate from the
same distribution. It is used for comparing two or more samples that are independent, and
that may have different sample sizes and extends the Mann-Whitney test to more than two
groups. The parametric equivalent of the Kruskal-Wallis test is the one-way ANOVA.
Here, the test is used to test the mean rank preference of users by age wise as to their
customer perception on problems faced in the e-banking services
Customer Satisfaction on selected banking products and services of SBI Namakkal branch 4
1.7.4) MANOVA
The MANOVA (multivariate analysis of variance) is a type of multivariate analysis used to

analyse data that involve more than one independent variable at a time. MANOVA allows
us to test the hypothesis regarding the effect of one or more independent variable on two or
more dependent variables. It may be noted that some variables may not be significantly
different among groups when considered individually, but become significant when
considered along with other variables. In this study, the MANOVA model used to measure
the variation in the mean scores of the set of variables describing level of satisfaction of the
products and services of SBI between educational qualifications, type of account and how
long have been a customer.
1.8) LIMITATIONS OF THE STUDY
1. The branch has covered shorter period of its service since its inception, as such
customers’ perception on products and services may also get affected by the variable.
2. The reliability of the study is restricted to the quality of data provided by the Respondents
3. Customers’ preferences and opinions are supposed to change from time to time
4. The statistical tools used for analysis is based on assumptions. The analysis results are also
bound to be affected by assumptions/restrictions.
1.9) CHAPTERISATION
The scheme of the thesis is presented in the following chapters
CHAPTER 1: INTRODUCTION
This chapter incorporatesintroduction, scope and significant of the study, statement of the
problem, objectives and research methodology of the study.
CHAPTER 2: REVIEW OF LITTERATURE
This chapter covers survey of some studies relating to analysis of Indian banking sector
conducted in the past.
CHAPTER 3: THEORETICAL FRAMEWORK
The theoretical frame work includes the theory about the Indian banking system, types of
banks and the gap model of service quality etc…
CHAPTER 4: PROFILE OF SBI
This chapter gives an idea about history of SBI, subsidiaries of SBI,types of bank
accounts,structure and organisation etc...
Customer Satisfaction on selected banking products and services of SBI Namakkal branch
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CHAPTER 5: CUSTOMER SATISFACTION
This chapter includes the concept of customer satisfaction, customer satisfaction towards
banking and loyalty of customer
CHAPTER 6: ANALYSIS AND INTERPRETATIONS
The chapter presents analysis of customer satisfaction on banking products and services of
SBI by using various tools like one-way ANOVA, T-test, Kruskal Wallis test and
MANOVA. CHAPTER 7: FINDINGS, SUGGESIONS AND CONCLUSION
This chapter includes the findings of the research and the suggestion for improving
customer service of the bank.
CHAPTER 2
REVIEW OF LITERATURE
REVIEW OF LITERATURE
A literature review is a description of the literature relevant to a particular field or

topic. It gives an overview of what has been said, who the key writers are, what are the
prevailing theories and hypotheses, what questions are being asked and what methods and
methodologies are appropriate and useful. As such, it is not in itself primary research, but
rather it reports on other findings. Cooper H.M (1988)1 defines literature review as one which
uses as its database reports of primary or original scholarship itself. The primary reports used
in the literature may be verbal, but in the vast majority of cases reports are written
documents. The types of scholarship may be empirical, theoretical, critical, analytical or
methodological in nature. Second a literature review seeks to describe, summarize, evaluate,
clarify and integrate the content of primary reports. This chapter aims to provide a general
overview of the literature relevant to this project report. In the past, few research attempts
have already been made at individual as well as at the official level on various aspects of
commercial banking profitability and productivity that are being reviewed hereunder:
Hartfeil (1996) in his article, “Determination of customer benefits and share of wallet in
banking”, says that the primary challenge of small banks is initial cost systems, while for
large banks, the real challenge is to make a large number of existing diffuse systems
compatible ones and to make all available new information usable. Information on
profitability of customers is regarded as one of the most important types of customer
satisfaction.
Hallowell Roger (1996) carried out a study on customer satisfaction in banks and
suggested that banks should target service to only those who need it most. By adopting this
strategy customers will be retained for longer periods since the bank can satisfy customers
better than competitors.
Gopal, K.S. (1997) in his article, stated that quality of services rendered by a bank could
often be the single most important factor which can make customer shift loyalties and
business to other banks.
Hayes B (1998) by clearly defining the key concepts and elements of satisfaction provides a
template by which information can be gathered about what works and what does not work. This
include both the hard measures which are more tangible and observable (i.e., number of
complaints, average wait time) and the soft measures which are tangible aspects (i.e.,
friendliness, helpfulness, politeness).
Dr. SandipGoel (1998) conducted a study on “Financial Appraisal of Banking Industry –

A comparative Insight of ICICI Bank and State Bank of India” with the objectives of
appraising the profitability of the units in detail. And also to analyse the liquidity trend.
B. S.Bodla and RichaVerma (1999) conducted a study on “Earning Quality of Scheduled

Commercial Banks in India: Bank-wise and Sector-wise Analysis”
Rao, N.V. (2001) in his article, explained that customer service was becoming an important
aspect in gaining competitive edge for survival with growth and profits for banks. The key
to success in the changed environment would be the bank’s ability to reach the client at his
door step.
Rao, N.V. (2001) in his article, explained that customer service was becoming an important
aspect in gaining competitive edge for survival with growth and profits for banks. The key
to success in the changed environment would be the bank’s ability to reach the client at his
door step.
JyotiSaluja and Dr.RajinderKaur conducted (2004)a study on “Profitability Performance of
Public Sector Banks in India” .With the objective to identify the factors responsible for good or poor
profitability performance of the public sector banks in India.
Dr. M.Selvakumar and P.G.Kathiravan (2008) conducted a study on “A Study of

Profitability Performance of Public Sector Banks in India” with the objectives of analysing
the profitability performance of PSCBs in India. And to compare the growth of income,
expenditure and profit of PSCBs with Scheduled Commercial Banks (SCBs) in India.
Sangeeta Arora and Shubpreet Kaur (2009) conducted a study on “Diversification in
Banking Sector in India Determinants of Financial Performance” with the objective of
analysing the financial performance of diversified banks.
Sukhdev Singh (2011) conducted a study on “Management of Profitability in Commercial

Banking Sectors in India” The objective of the paper was to study the significance of
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variations in performance of profitability among different sectors and segments of banking
industry in India.
Edwin M. &Fathima S. (2011) conducted a study on the impact of service quality and
customer satisfaction in commercial banks. This study shows that there is close link
between the customers’ perception on the service quality factor and customer satisfaction. It
further showed that the impact of the service quality factor on customer satisfaction is
unique. It brought the suggestion that bank managers have to formulate appropriate
marketing strategies to satisfy their customers.
Naveen Kumar and V.K. Gangal (2011) examined customer satisfaction in new generation
banks showing customers’ expectations increasing rapidly in the banking industry of India.
New customers looked the best services at a reasonable price. The result revealed that, the
majority of Indian banks were not very diversified in terms of the product and services they
offer. Further, it suggests that, in the competitive banking industry, banks have to implement
strategic focus customer satisfying aspects for retaining as many customers as possible.
Mahalakshmi and Sarvanaraj (2011) studied the customers’ satisfaction towards the
banking services in Trichy. This study showed the key factors influencing customer’s
selection of a bank are range of service, rates, fees and prices charged. It further showed
that not only superior service is sufficient to satisfy customers but also excellent front office
services, value added services, deposit oriented services and providing innovative products
will satisfy the clients’ need
Mahadevan, S. and Dr. Balasubramanian (2012) in their article, explained that interest
in the need and measurement of quality was understandably high and most important. The
important relationship between service quality customer satisfaction and purchasing
behaviour remain largely unexplored.
Naveen Kumar and V.K. Gangal (2012) examined customer satisfaction in new generation
banks showing customers’ expectations increasing rapidly in the banking industry of India.
New customers looked the best services at a reasonable price. The result revealed that, the
majority of Indian banks were not very diversified in terms of the product and services they
offer. Further, it suggests that, in the competitive banking industry, banks have to implement
strategic focus customer satisfying aspects for retaining as many customers as possible.
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CONCLUSION
This review makes it clear that many studies have been undertaken on the Banking
sector in India in multiple dimensions emphasising service marketing mix, implications of
liberalisation, evaluation of customer satisfaction on products and services, appraisal of
functioning and performance of the banks, formulation and implementation of strategies,
customer preferences in banking products and services, and factors influencing selection of
SBI products, etc. There is only few study conducted on the topic about how much the
customers are satisfied with the products and services provided by the bank, and the factors
responsible for both satisfaction and dissatisfaction etc. here I’m going to study the topic on
customer satisfaction on selected banking products and services of SBI Namakkal branch.
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CHAPTER 3
THEORETICAL FRAMEWORK
3.1) INDIAN BANKING SYSTEM
The Indian Banking System is regulated by the central bank, viz., Reserve Bank of India
(RBI).Under the control of RBI, there are scheduled and non-scheduled banks. Scheduled
banks consist: of commercial and cooperative banks. Schedule commercial banks consist of
public, private, foreign and regional rural banks. Public sector banks consist of SBI and its
associates, nationalized banks and other public sector banks. Private sector banks consist of
old generation and new generation banks .Scheduled cooperative banks consist of urban
and state cooperative banks.
Structure of Indian Banking System
Source: www.academia.edu
3.1.1) Reserve Bank of India
Reserve Bank of India is the central bank of India. It was established in1934 and started its
operation with effect from April 1ST, 1935. It is responsible for guiding and regulating the
banking system of a country. It does not deal with the general public. It acts as banker to
government, issues currency, regulates money circulation in the country, keeps the deposits
of commercial banks, and provides financial accommodation to commercial banks. It
guides the commercial banks and hence, is called as bankers’ bank. It maintains the
government records relating to revenue and expenditure under various heads. It advises the
government on monetary and credit policies and decides on the interest rates applicable to
bank deposits and loans and advances.
3.1.2) Scheduled Banks
Scheduled banks are those banks which are included in the second schedule of Reserve
Bank of India Act 1934.For this inclusion, the banks have to comply with the criteria laid
down vide section 42(6)of the RBI Act. Scheduled banks can be classified into scheduled
commercial banks and scheduled commercial banks. The criteria for scheduled banks
include the following:
i) has a paid-up capital and reserves of an aggregate value of not less Than five lakhs of
rupees;
ii) Satisfies the RBI that its affairs are not being conducted in a manner Detrimental to the
interest of its depositors, and
iii) is a State co-operative bank or a company as defined in section 3 of the companies
Act,19956(1 of 1956),or an institution notified by the central Government in this behalf or a
corporation or a company incorporated by or under any law in force in any place outside
India.
Scheduled banks can be divided into scheduled commercial banks and scheduled
cooperative banks.
3.1.3) Scheduled Commercial Banks
Scheduled commercial Banks are those banks which accept deposits and lend short-term
loans advances to their customers. The scheduled commercial banks are classified into the
three types, Viz, public sector banks, private sector banks, foreign banks and regional rural
banks.
3.1.3.1) Public Sector Banks are those banks in which the majority of the shareholding is
held by the Government of India and they are major constituent of Indian Banking System.
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At present as on 31-01-2013, there are 27 public sector banks functioning in India .They are
categorized into SBI and its 6 associates of SBI, 19 nationalized banks and IDBI Bank Ltd.
3.1.3.2) Private Sector Banks are those banks in which the majority of the shareholding
is held by private individuals and corporate.
3,1,3,3) Foreign Banks are those banks which have their registered and incorporated head
office in a foreign country but have their branch offices operating in India .RBI permits the
foreign banks to operate either through their branches or wholly owned subsidiaries.
Corporate segment has been the main business line of most of the foreign banks operating
in India. In the recent years, some of the foreign banks have started providing consumer
financing such as home loans, automobile finance, credit cards, household consumer
finance. 3.1.4) Regional Rural Banks are the banking organizations being operated
indifferent states of India. They have been created to serve the rural areas with banking and
financial services. However, RRB's may have branches set up for urban operations and
there area of operation may include urban areas too.
3.2) THE GAP MODEL OF SERVICE QUALITY

The gap model of service quality is the theory developed by (Parasuraman et al. 1985)
identifies five different specific gaps between the customers’ expectation and perceived
service. The customer gap is the difference between customer perceptions and expectations.
Perceptions and expectations are two interrelated elements equally important to deliver
quality service. Customer expectations are the desires and wishes that customers make prior
to the service whereas perceptions are the assessments of the services experienced
Expectations are generally beliefs of what should be and perceptions are formed based on
the experienced services. The smaller the gap between expectations and perceptions are, the
better the service quality will be.
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Gap Model of Service Quality
Gap 1 “Unknown about customer expectation”
This is the gap between customer expectations and the perception of those expectations by
management. The gap results due to lack of understanding of customer’s needs and wants. The
situation is likely to happen due to the result of inadequate customer satisfaction research.
Bureaucracy in different management level is equally re-possible to create this gap since it lacks
the communication and effective management policy among staffs. The management should be
always keen on finding what custom-ers expect from them conducting
several researches. A well-managed company always tries to seek best ways to get
interacted with the customers' expectation. To close gap 1, the company needs to set up
plans to deal with the customers' expectations and work on finding the reliable ways to
fulfil those expectations. Moreover creating a strong relationship with customers can be an
idle solution to cover up this gap.
Gap 2 “Lack of quality service and standards”
Along with the understanding of customer's need and wants it is also important to know
what kind of products and service to design to meet up the customer expectation. Provider
gap 2 is the result of the company having service and products that is not designed
according to customers' wants. Absence of customer, inadequate service scope and
inappropriate physical evidences also create this gap. Physical evidences are the physical
tools such as business cards 3whereas service scopes means the physical settings that the
service is delivered in for example the location of business premises.
To close the provider gap 2, Zeithaml suggests that company should introduce important
Customer satisfaction barometers into the measurement system so that the perceived
desired quality can be designed. “Companies need measurement systems that incorporate
and align measures of customer perceptions and satisfaction with pivotal operational and
performance indicators.”
Gap 3 “Unable to deliver the standard services”
This is the gap between service quality specifications and delivery of the service. It is very
important that the right service is to be rendered in the right time. The key drivers of
customer service; systems, processes, and people are needed to ensure that the service
delivered should match the set standards. Deficiencies of human resource policies and
failure to match supply and demand are the key driver to create this gap. For ex-ample, a
management in a company may establish a standard such that the telephone calls should be
answered in 30 seconds. However, if it takes more than the standard time to answer the
calls then it is said to be delivery gap.
To close gap 3 the company should always focus on employee training and establish plans to
gear up the workers' motivation since motivation and right training plays vital role in creating
prompt and punctual service. Team work, great co-operation among staffs, effective
recruitment, etc. are the major elements that company should take care of to avoid this gap.
Gap 4 “Unable to perform as promised”
It is the gap between what was promised or communicated to customers and what actually
is delivered. Basically it is communication gap that many companies are facing while
rendering service. The company makes advertisement of its products and services through
different media, customers start expecting the quality of service or product on how they
have been promised. If the service is not delivered as promised, customers perceived low
service quality. Thus, company should always focus on creating systematic and accurate
communication unit so reach to customer to provide standard service in right way.
To close gap 4, company should always focus on inter communicational aspects among its
staffs. The internal service department should always be in touch with the external and
advertising department to know the promised schemes and offers. Customers should be
educated properly to use the service provided to get maximum utilization. Closing all the
provider gap 1 to 4 means to improve the service quality. It is very essential issue regarding
customer satisfaction. If a company wants to create quality service in all aspects to meet up
customers' expectations it should always focus on closing these gaps. Several researches
should be carried out to find out the core expectations of customers. Service quality can be
standardize knowing what wants and desires of customers. Communication unit should be
active enough to know customers’ expectations and to deal with the internal management
unit to provide promised service in right time and in right way.
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CHAPTER 4
PROFILE OF SBI
4.1) HISTORY OF SBI
The evolution of State Bank of India can be traced back to the first decade of the 19th
century. It began with the establishment of the Bank of Calcutta in Calcutta, on 2 June
1806. The bank was redesigned as the Bank of Bengal, three years later, on 2 January 1809.
It was the first ever joint-stock bank of the British India, established under the sponsorship
of the Government of Bengal. Subsequently, the Bank of Bombay (established on 15 April
1840) and the Bank of Madras (established on 1 July 1843) followed the Bank of Bengal.
These three banks dominated the modern banking scenario in India, until when
theywereamalgamated to form the Imperial Bank of India, on 27 January1921.
An important turning point in the history of State Bank of India is the launch of the First Five
Year Plan of independent India, in 1951. The Plan aimed at serving the Indian economy in
general and the rural sector of the country, in particular. Until the Plan, the commercial banks of
the country, including the Imperial Bank of India, confined their services to the urban sector.
Moreover, they were not equipped to respond to the growing needs of the economic revival
taking shape in the rural areas of the country. Therefore, in order to serve the economy as a
whole and rural sector in particular, the All India Rural Credit Survey Committee recommended
the formation of a state-partnered and state-sponsored bank.
The All India Rural Credit Survey Committee proposed the takeover of the Imperial
Bank of India, and integrating with it, the former state-owned or state123 associate banks.
Subsequently, an Act was passed in the Parliament of India in May 1955. As a result, the
State Bank of India (SBI) was established on 1 July1955. This resulted in making the State
Bank of India more powerful, because as much as a quarter of the resources of the Indian
banking system were controlled directly by the State. Later on, the State Bank of India
(Subsidiary Banks) Act was passed in 1959. The Act enabled the State Bank of India to
make the eight former State-associated banks as its subsidiaries.
The State Bank of India emerged as a pacesetter, with its operations carried out by
the 480 offices comprising branches, sub offices and three Local Head Offices, inherited
from the Imperial Bank. Instead of serving as mere repositories of the community's savings
and lending to creditworthy parties, the State Bank of India catered to the needs of the
customers, by banking purposefully. The bank served the heterogeneous financial needs of
the planned economic development.
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4.2) CURRETSCENARIO
4.2.1) Branches
The corporate centre of SBI is located in Mumbai. In order to cater to different functions,
there are several other establishments in and outside Mumbai, apart from the corporate
centre. The bank boasts of having as many as 14 local head offices and 57 Zonal Offices,
located at major cities throughout India. It is recorded that SBI has about 13000 branches,
well networked to cater to its customers throughout India.
4.2.2) ATM SERVICES

SBI provides easy access to money to its customers through more than49577 ATMs in
India. The Bank also facilitates the free transaction of money at the ATMs of State Bank
Group, which includes the ATMs of State Bank of India as well as the Associate Banks –
State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Indore, etc. You
may also transact money through SBI 124 Commercial and International Bank Ltd by using
the State Bank ATM-cum-Debit (Cash Plus) card.
4.3) SUBSIDAIRIES OF SBI

The State Bank Group includes a network of eight banking subsidiaries and several non-
banking subsidiaries. Through the establishments, it offers various services including
merchant banking services, fund management, factoring services, primary dealership in
government securities, credit cards and insurance.
The eight banking subsidiaries are:

1. State Bank of Bikaner and Jaipur (SBBJ)
2. State Bank of Hyderabad (SBH)
3. State Bank of India (SBI)
4. State Bank of Indore (SBIR)
5. State Bank of Mysore (SBM)
6. State Bank of Patiala (SBP)
7. State Bank of Saurashtra (SBS)
8. State Bank of Travancore (SBT)
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4.4) TYPES BANK A/C
SBI allows the customer toopen different types of a/c as given below
1. Savings bank a/c
2. Current deposit a/c
3. Fixed deposit a/c
4. Recurring deposit a/c
5. Non frill a/c
4.4.1) Savings deposit a/c
This type of a/c can be opened with a minimum initial deposit the varies from bank to
bank, money can be deposited any time in tis a/c withdrawal can be made either by signing
a withdrawal form or in the cheque or by using ATM card. A minimum balance should be
maintained in the a/c as prescribed by the bank. The rate of interest on savings a/c is
comparatively low.
4.4.2) Fixed deposit a/c
Many people want to save money for a long period. The banks allow such person to deposit
money for a long term such type of a/c is called fixed deposit a/c.
4.4.3) Current deposit a/c
Big business man companies and institution such as college’s hospitals have to make
payment through their bank account for a certain period. Since there are restriction on
number of withdrawals from savings a/c they need to have an a/c from which the
withdrawal can be made any number of times. Current a/c is a solution for that.
4.4.5) Recurring deposit a/c
This type of a/c is suitable for those who save regularly and expect to earn a fair return on
the deposit over a period of time. while opening the account a person has to agree to deposit
once in a moth .the total deposit along with the interest there in is payable on maturity.
However, the depositor can also be allowed to close the account before its maturity and get
back the money along with the interest till that period.
4.4.5) No frill account
The basic saving bank deposit account allows you to bank with a zero minimum balance
requirement .all the existing Nofrills account opened by the bankernow converted into
BSBDA incompliance with the guidelines issued on 22 august 2012.BSBDA guidelines are
applicable to all the scheduled commercial bank in India , including foreign banks having
branches in India.
4.5) STRUCTURE AND ORGANIZATION
The Banks Corporate Office is located at Mumbai. Its domestic operational area is divided
into 14 Circles, each with one Local Head Office and a few Zonal and Regional Offices.
The Bank is present not just in the major metropolises of India but has wide reach in the
villages of India. The Bank's top management consists of the Chairman, group executives
for National Banking Group, Corporate Banking Group, International Banking Group and
Associates & Subsidiaries, and four staff functionaries in charge of finance, credit, human
resources & technology management and inspection & audit.
Three Strategic Business Units (SBUs) under the Corporate Banking Group
have been set up by SBI to pay attention to big corporate customers. Distinguishing features
of the SBUs are assimilation of operational planning with operations within each SBU, an
alert delivery system with suitable specialist inputs and focused attention on profitability.
The staff and functionaries at various levels have been delegated higher financial
powers to ensure quicker decision making in credit areas and disposal of a large number of
credit proposals at operating units' level. A committee approach has been adopted, both at
the apex and circle levels, for sanction of large advances and loans. Keeping this in mind
Central Office Credit Committee and Circle Credit Committees have been set up to
ultimately ensure faster delivery. Credit and systemic risk processes have thus accordingly
been restructured. Simplified and concise credit appraisal formats have been designed to
ensure improvement in the quality of credit decisions, better quality of assets and reduction
of Non-Performing Assets or NPAs.
4.6) State Bank Freedom – Your Mobile Your Bank

Away from home, bills can be paid or money sent to the loved ones or balance enquiries
done anytime 24x7!!! That is what State Bank Freedom offers -convenience, simple,
secure, anytime and anywhere banking.
4.7) Mobile Banking Service over Application/ Wireless Application Protocol (WAP)
The service is available on java enabled mobile phones over SMS/ GPRS where the user is
required to download the application on to the mobile handset. The service can also be
availed via WAP on both java and non-java phones with GPRSconnection.
The following functionalities are available in the application based service/ WAP:
 Funds transfer (within and outside the bank –using NEFT)
 Enquiry services (Balance enquiry/ Mini statement

 Cheque book request

 Demat Enquiry Service (Portfolio value, Request for DIS booklet, Value of
holdings, statement of charges, Transaction status etc.)

 Bill Payment (Utility bills, credit cards, Insurance premium payments)
Donations, Subscriptions

 M Commerce (Mobile Top Up, Top up of Tata sky, Big TV, Sun Direct, Dish
TV connections and receive recharge pins for Digital TV/Videocon
d2h,Merchant payment, SBI life insurance premium)
4.8) Mobile Banking Service over USSD (Unstructured Supplementary Service Data)
 Mobile Banking Service is now available on non-java mobiles without

GPRSconnection also.

 The service is currently available with Aircel, Idea, and MTNL (Delhi) Vodafone
and Tata DoCoMo connections.

 The service is session based and requires a response from the user within a
reasonable time.
4.9) KEY DEVELOPMENTS
State Bank of India - Financial and Strategic Analysis Review State Bank of India (SBI) is
a large financial services group operating in the banking industry. The bank is engaged in
providing trading services, international banking and traditional banking and treasury
operations. The Reserve Bank of India holds more than half of SBI's equity capital. SBI has
a network of over10, 000 branches. In addition, the seven associate banks of SBI have more
than4900 branches. SBI along with its subsidiaries is engaged in providing a wide range of
financial services including Life Insurance, Merchant Banking, Mutual Funds, Credit Card
and Factoring, Security trading and primary dealership in the Money Market.
Global Markets Direct, the leading business information provider, presents an in-
depth business, strategic and financial analysis of State Bank of India. The report provides a
comprehensive insight into the company, including business structure and operations,
executive biographies and key competitors. The hallmark of the report is the detailed
strategic analysis and Global Markets Direct’s views on the company.
4.10) PRODUCTS AND SERVICES
4.10.1) Personal Banking
 SBI Term Deposits SBI Loan For Pensioners

 SBI Recurring Deposits Loan Against Mortgage Of Property

 SBI Housing Loan Against Shares & Debentures

 SBI Car Loan Rent Plus Scheme

 SBI Educational Loan Medi-Plus Scheme
4.10.2) Other Services
 Agriculture/Rural Banking

 NRI Services

 ATM Services

 Demat Services

 Corporate Banking

 Internet Banking

 Mobile Banking

 International Banking

 Safe Deposit Locker

 RBIEFT

 E-Pay

 E-Rail

 SBI VishwaYatra Foreign Travel Card

 Broking Services

 Gift Cheques

 Travellers cheque

 Mutual fund

 Insurance schemes
25
CHAPTER 5
CUSTOMER SATISFACTION
5.1) CONCEPT OF CUSTOMER SATISFACTION
There was a time when customers were less critical and vocal if not totally satisfied while
dealing with a business. This is not the case today. Today, Customers are becoming
increasingly more demanding, less tolerant and very critical when not having their
expectations met. There was a time when the choices available on where and who to deal
with was limited. The power belonged to the business owner, customers had nowhere else
to go and therefore customer satisfaction was not so important. In a competitive
marketplace where businesses compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy.
Organizations need to retain existing customers while targeting non-customer. Measuring
customer satisfaction provides an indication of how successful the organization is at
providing products and/or services to the marketplace.
Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables
which correlate with satisfaction behaviours such as return and recommend rate. The level
of satisfaction can also vary depending on other factors such as other products against
which the customer can compare the organization's products.
5.2) CUSTOMER PREFERENCE AND SATISFACTION TOWARDS BANKING

Peter Drucker says
“To satisfy customers, is the mission and purpose of every business”.
There are four stages of customers with the Bank in words of Michal V. Lowenstein.
Acquisition : Winning customer
Retention : Keeping a customer
Attention : Break down of loyalty
Re-acquisition : Getting the customer back
Today’s customer is well informed than that of yester years and has acquired the products
and services, which he always deserved. Now days, their demand is infinite and their
requirements are plenty. Banking has been transformed into a “buyers” market, where
customers are given the choice to select products and services, similar in nature out of large
27
number of banks. So service quality or excellence is the great differentiator. It gets and
keeps the customer’s attention. It also leads to customer’s satisfaction, profitability in banks
and increases customers’ loyalty. Customer retention is the foundation for a growing
market. Thus it becomes necessary to satisfy the customers need. The figure given below
shows that the factors affecting the satisfaction of customers of the banking industry.
Factors Affecting Customer Satisfaction
When expectation of customers is matched the resultant feeling is satisfaction and when
expectation does not match than the resultant feeling is dissatisfaction. Customer satisfaction
can be improved by strong communication to customer. A firm should know what customer
expectation are and implement their expectation to make the customer satisfied. It is always
expensive to make new customers than to keep existing customers. The banks and the other
institutions are provide number of activities and function to make customer satisfied.
5.3) CUSTOMER LOYALTY
Customer loyalty is both attitudinal and behavioural tendency to favour one brand over all
others whether due to satisfaction with the product or services, its convenience or
performance or simply familiarity and comfort with the brand. Customer loyalty
encourages consumers to shop more consistently , spend a greater share of wallet, and feel
positive about shopping experience , helping attract customers to familiar brands in the face
of a competitive environment.
5.4) The ISO Guideline (Measuring Customer Satisfaction Level)

"If you cannot measure it, you cannot improve it." (Lord William Thomson Kelvin,
1824-1907)
Measurement of Customer Satisfaction is a new and significant addition to the new
ISO9000: 2000 standard. Every organization seeks customer satisfaction where these sorts
of parameters help organization to measure the customer’s satisfaction and demands so that
organization can provide them with appropriate services as per their requirements.
Attributes of customer satisfaction can be summarised as:
5.4.1) Product Quality:
In order to grab customer´s attention and to seek customer´s satisfaction the quality of the
product should meet the demands of the people. Products quality determines the status of
the organization so it needs to be satisfactory to the consumers.
5.4.2) Product Packaging:
Product packaging need to be qualitative, attractive. It should be marked according
to the nature of goods for instance: fragile goods should be marked with handle with care.
Date of manufacture and expiry date should also be mentioned.
5.4.3) Keeping delivery commitments:
Every organization is based upon trust and commitments so one must maintain
commitments regarding delivery of products on time in order to maintain the good
organizational relation and to maintain its status.
5.4.4) Price:
To run any organization money is the determining factor where every launched product
must be affordable and must include low level to high level consumers. Prices need to be
reasonable according to quality of the particular product.
29
5.4.5) Responsiveness and ability to resolve complaints and reject reports:
The workers must have professional quality to resolve the problems that occurs during the
course of service. They must be responsible enough and must have ability to resolve
complaints and reject those reports.
5.4.6) Overall communication, accessibility and attitude:
Communication matters a lot in every organization as there is no effective communication
in between workers of the organization, customers and organization and in between the
stakeholder and the workers to maintain the friendly working relation.
Unless we measure and define different parameters of customer satisfaction we cannot

begin to address the issues associated with customer satisfaction. Major overall satisfaction
measure, consists of four subscales which are as follow;
5.4.7) General satisfaction: The level when customer feel happy to recommend the bank
toa friend, family or relatives
5.4.8) Trust: The level when customer trust the staff at any branch to do what is best for
them
5.4.9) Reliability: The level when Customers’ requests are carried out right first time
5.4.10) Professionalism: Staffs should have the knowledge to deal with any queries that
customers have.
It is obviously difficult to deal with the customers’ expectation when it comes to intangible
nature. One of the difficulty in understanding the exact and true requirement of customer is
that the customer can and will change the provided service without excuse or notifications.
Having superior recovery process and the scientific research mechanism would help any
organisation in great extent to obtain loyal customers. (Tery G. Vavra, 2002)
Regarding the survey of SBI Branch Kollengode, It has been best tried to measure the level
of customer satisfaction based on the attributes of customer satisfaction provided by this
theory.
CHAPTER 6
ANALYSIS AND INTERPRETATION
ANALYSIS AND INTERPRECTATION
The result of the survey conducted as a part of the research study has been presented and
analysed in this chapter. Analysis of data is the most skilled task in the research process.
Analysis of data means studying the tabulated material in order to determine inherent facts or
meanings. In other words the analysis means the computation of certain indices or measure or
coefficients along with searching for pattern of relationships that exist among data groups.
The analysis is presented in six parts
1. Demographic profile of respondents
2. Banking profile of the customers
3. Customer evaluation on banking products and services
4. Loyalty of customers
5. Customer perception on problems faced in e-banking services
6. Satisfaction of customer with SBI.
The statistical tools such as One-way ANOVA, MANOVA, Independent Sample T-Test
and Kruskal-Wallis Test are used for analysis.
6.1 DEMOGRAPHIC PROFILE OF RESPONDENTS
The demographic profile of the respondents includes age, gender, educational qualification,
occupation and average monthly income of the respondents. The table 6.1.1 shows the
details of demographic profile of the respondents.
Table 6.1.1 DEMOGRAPHIC PROFILE OF RESPONDENTS
No.Of Cumulative
Category Percent Percent.
Respondents
Up To 20 9 18 18
20-40 24 48 66
Age 40-60 11 22 88
Above 60 6 12 100
Male 27 54 54
Gender
Female 23 46 100
Up to Plus Two 17 34 34
Graduate 18 36 70
Education Post Graduate 7 14 84
Qualification Others 8 16 100
Studying 13 26 26
Agriculture 12 24 50
Occupation Govt. Service 7 14 64
Business/Profession 9 18 82
Self-Employment 9 18 100
Below 5000 17 34 34
5001-10000 7 14 48
Average
10001-20000 18 36 84
Monthly Income
More Than 20000 8 16 100
Source: Primary Data
Table 6.1.1 exhibit the profile of sample respondents selected for study. The majority of the
customers belong to the age group 20-40. Gender wise classification shows that out of 50
respondent’s majority (54 per cent) are male. As to educational qualification 36 per cent are
degree holders and only 14 percentage are post graduate. Only 34 per cent are studied up to
12th (including illiterates). From the table it can be seen that with regard to the occupation
of the respondents, 24 percent belong to agriculture followed by business and self-
employment. The monthly income classification of respondents reveals that majority of
them fall under the income group 10001-20000 and almost 84 per cent of the respondents
were receiving less than 20000 as monthly income.
6.2 BANKING PROFILE OF THE RESPONDENTS
The table 6.2.2 reveals the details of banking profile of the collected respondents such as
nature of account owned by the respondent, experience of customer with the bank,
frequency of visiting bank, and the most preferred bank of the respondents etc..
Table no 6.2.2 BANKING PROFILE OF CUSTOMERS
No.Of
Category Percent
Respondents
Savings a/c 25 50
Type of account Fixed a/c 12 24
Current a/c 9 18
Recurring deposit a/c 4 8
Experience of Less than 1 year 36 72
customer with the 1 or more than 1 year 14 28
bank
Once in two or three days 6 12
Once in a week 4 8
Frequents of visiting Twice in a week 12 24
Fortnightly 8 16
Monthly 10 20
SBI 12 24
PNB 6 12
Most preferred bank Dhanalakshmi bank 3 6
SBT 7 14
FEDERAL bank 13 26
SBI 9 18
The table 6.2.2 shows the banking profile of the sample respondents selected for the study.
The bank provides four types of deposit facility to its customers. Majority of the
respondents (50 per cent) are have saving account. Only the 8 per cent of the respondents
have recurring deposit account. The customers of SBI have only two years of experience
with the bank because the bank has only two years of performance. In case of frequents of
visit, the majority of the respondents (24 percentage) visit the bank or its out lets twice in a
week. The majority of the respondents have account in more than one bank. 26 per cent of
the respondents are considered Federal Bank as most preferred bank of them. 24 per cent of
the respondents choose SBI as their most preferred bank.
6.2.3 THE OPINION ON FORMALITIES TO OPEN AN ACCOUNT
The table 6.2.3shows the respondents’ level of satisfaction regarding the formalities required
to open an account.
Table 6.2.3 OPINION ON FORMALITIES TO OPEN AN ACCOUNT

Opinion Respondents Percent
Highly Satisfied 14 28.00
Satisfied 23 46.67
Dissatisfied 4 8.00
Highly dissatisfied 4 8.67
Neutral 5 8.67
Total 50 100
It is clearly understood that out of 50 respondents 14 respondents are highly satisfied

about the procedure taken for opening an account. 8 respondents are dissatisfied about
formalities required to open an account.
6.2.1 FRIENDLY SERVICES
The Graph 6.2.1 shows the level of friendly service that SBI has provided to its customer
Graph 6.2.1 CUSTOMERS GET FRIENDLY SERVICE FROM SBI

Out of 50 respondents who remained neutral accounts the highest percentage i.e., 32 per
cent. Almost equal number of people found both friendly and unfriendly service of the
bank. The bank still seems unable to provide friendly atmosphere to its customer because
only about one tenth of people were strongly agreed with the fact that SBI is able to create
friendly service.
6.2.4 ACCESSIBILITY OF WEB PAGE
The table 6.2.4 shows the respondents opinion about the accessibility of the web site.
Table 6.2.4 ACCESSIBILITY OF WEB PAGE
Opinion of the respondents Percent of respondents

Accessibility of webpage Easy to navigate
Satisfied 56 53
Not satisfied 14 17
Neutral 30 30
The table 6.2.4 shows whether the website links of the bank is understandable & easy to
navigate by the customer. Out of 50 respondents more than 50 per cent of the respondents are
satisfied about the webpages. Whereas the group who had no opinion accounts to the second
highest group. Few customers were not satisfied with the webpages’ accessibility. The bank
was able to maintain its webpages in about fifty-fifty and satisfy half of its customer. More than
50 per cent of the population of the Kollengode is still deprived of computer uses remained in
neutral group. This is rather a good result in the context of Kollengode.
6.3 CUSTOMER EVALUATION ON BANKING PRODUCTS AND SRVICES
The SBI provides number of facilities to its customers and charge certain amount for such
services. The customer’s opinion about the fee based services like issuing draft, safety
locker, collection of cheques and bills, issuing travellers’ cheque, payment of bill on behalf
of customer, foreign money exchange and transfer of fund and purchase and sale of
securities. The variations of the opinion of the respondent about fee based services with
regard to monthly income of respondents are analysed with one-way ANOVA and the
output is presented in the table 6.3.5 and 6.3.6.
36
H0: There is no significant variation in the mean scores obtained for the variable “customer
evaluation on selected products and services” among the monthly income wise
classification of respondents.
H1: There is significant variation in the mean scores obtained for the variable “customer
evaluation on selected products and services” among the monthly income wise
classification of respondents.
Table 6.3.5 ONE-WAY ANOVA

Mean
Sum of Squares df Square F Sig.
Issuing drafts Between Groups 2.227 3 .742 1.284 .291
Within Groups 26.593 46 .578
Total 28.820 49
Safety locker Between Groups 3.765 3 1.255 2.390 .081
Within Groups 24.155 46 .525
Total 27.920 49
Collection of cheque Between Groups .291 3 .097 .221 .882
and bill Within Groups 20.209 46 .439
Total 20.500 49
Issuing travellers Between Groups 5.352 3 1.784 4.286 .009*
cheque Within Groups 19.148 46 .416
Total 24.500 49
Payment of bills behalf Between Groups 2.341 3 .780 2.170 .104
of customer Within Groups 16.539 46 .360
Total 18.880 49
Money exchange and Between Groups 2.223 3 .741 2.206 .100
transfer Within Groups 15.457 46 .336
Total 17.680 49
Purchase and sale of Between Groups 2.794 3 .931 3.126 .035*
securities Within Groups 13.706 46 .298
Total 16.500 49
Source: Primary data
*Significant at 5 percent level of significance
37
Table 6.3.6 DESCRIPTIVE STATISTICS
95% Confidence
Interval for Mean
Std. Lower Upper
N Mean Std. Deviation Error Bound Bound
Issuing Below 5000 17 2.24 .752 .182 1.85 2.62
drafts 5001-10000 7 1.57 .787 .297 .84 2.30
10001-20000 18 2.06 .639 .151 1.74 2.37
More than 20000 8 2.13 .991 .350 1.30 2.95
Total 50 2.06 .767 .108 1.84 2.28
Safety locker Below 5000 17 1.94 .748 .181 1.56 2.33
5001-10000 7 2.43 .535 .202 1.93 2.92
10001-20000 18 1.67 .686 .162 1.33 2.01
More than 20000 8 2.25 .886 .313 1.51 2.99
Total 50 1.96 .755 .107 1.75 2.17
Collection of Below 5000 17 2.12 .485 .118 1.87 2.37
cheque and 5001-10000 7 2.00 .816 .309 1.24 2.76
bill 10001-20000 18 2.06 .639 .151 1.74 2.37
More than 20000 8 2.25 .886 .313 1.51 2.99
Total 50 2.10 .647 .091 1.92 2.28
Issuing Below 5000 17 1.76 .664 .161 1.42 2.11
travellers 5001-10000 7 1.57 .787 .297 .84 2.30
cheque 10001-20000 18 1.83 .618 .146 1.53 2.14
More than 20000 8 2.63 .518 .183 2.19 3.06
Total 50 1.90 .707 .100 1.70 2.10
Payment of Below 5000 17 1.71 .588 .143 1.40 2.01
bills behalf 5001-10000 7 2.14 .690 .261 1.50 2.78
of customer 10001-20000 18 1.61 .608 .143 1.31 1.91
More than 20000 8 1.38 .518 .183 .94 1.81
Total 50 1.68 .621 .088 1.50 1.86
Money Below 5000 17 1.82 .529 .128 1.55 2.10
exchange 5001-10000 7 2.00 .577 .218 1.47 2.53
and transfer 10001-20000 18 1.78 .647 .152 1.46 2.10
More than 20000 8 2.38 .518 .183 1.94 2.81
Total 50 1.92 .601 .085 1.75 2.09
Purchase and Below 5000 17 1.71 .470 .114 1.46 1.95
sale of 5001-10000 7 2.14 .378 .143 1.79 2.49
securities 10001-20000 18 1.44 .511 .121 1.19 1.70
More than 20000 8 1.88 .835 .295 1.18 2.57
Total 50 1.70 .580 .082 1.54 1.86
The result of one way ANOVA for the variable “ customer evaluation on fee based banking
products and services” among the monthly income wise classification of respondents give f
values 1.284, 2.390, 0.221, 2.170 and 2.206 which is found to be not significant at 5 Per
cent level(p >0.05). Hence the null hypothesis is not rejected. This implies that there is no
difference in the mean scores obtained for the variables stated above based on monthly
income. The f values of 4.286 and 3.126are found to be significant at 5 percent level (p
0.009, 0.035) with respect to issuing travellers cheque and purchase and sale of securities.
Hence the null hypothesis is rejected. This implies that there is difference in the mean score
obtained for the variables stated above based on monthly income. As regards the issuing
travellers cheque the monthly income group in between 5001-10000 has the lowest mean
value (mean value 1.57). As regard to the purchase and sale of securities the monthly
income group in between 10001-20000 has lowest mean value (1.44). It means price
charged by the bank for such services like issuing travellers’ cheque and purchase and sale
of securities are high as perceived by respondents belonging to the income group in
between 5001-10000 and 10001-20000 respectively.
6.4 LOYALTY OF CUSTOMER
The variations of the opinion of the respondent about loyalty of customers with regard to
years of experience of the respondents with banks are analysed with T-Test and the output
is presented in the table 6.4.7and 6.3.8. The hypothesis of the test are given bellow
H0: There is significant variation in the mean scores obtained for the variable “loyalty of
customer with the bank” among the years of experience of the respondents with the bank...
H1: There is no significant variation in the mean scores obtained for the variable “loyalty of
customer with the bank” among the years of experience of the respondents with the bank..
39
Table 6.4.7 INDEPENDENT SAMPLE TEST
Levine’s Test for
lity of Variances t-test for Equality of Means
95% Confidence
l of the Difference
Sig. (2- Mean Std.
F Sig. T df ed) rence ifference Lower Upper
Never Equal variances 3.676 .061 1.184 48 .242 .472 .399 -.330 1.274
Changing assumed
This Bank Equal variances 1.279 28.08 .211 .472 .369 -.284 1.228
not assumed 9
I am a Equal variances 1.395 .243 - 48 .283 -.409 .376 -1.165 .348
Loyal assumed 1.086
customer Equal variances - 29.98 .237 -.409 .339 -1.101 .283
Of this not assumed 1.206 1
Bank
I will Equal variances .026 .872 -.321 48 .750 -.111 .346 -.808 .585
Continue assumed
Using the Equal variances -.310 22.23 .759 -.111 .358 -.854 .631
Services not assumed 5
of this
Bank
I Equal variances 1.052 .310 .480 48 .633 .183 .380 -.582 .947
Recommend assumed
my bank Equal variances .448 20.89 .658 .183 .407 -.664 1.029
To not assumed 4
others
I will Equal variances 9.154 .004 -.041 48 .968 -.020 .485 -.996 .956
Switch assumed
to other Equal variances -.048 35.32 .962 -.020 .409 -.850 .810
Bank when not assumed 7
they
Provide
Good
Service
I will switch Equal variances .250 .619 .744 48 .460 .337 .453 -.574 1.248
To other assumed
bank when Equal variances .706 21.48 .487 .337 .477 -.654 1.329
It have not assumed 6
Problems
Table 6.4.8 GROUP STATISTICS
How long have been a
customer N Mean Std. Deviation Std. Error Mean
Never changing this Lessthan one year 36 2.47 1.320 .220
bank 1 or more than one year 14 2.00 1.109 .296
I am a loyal customer of Less than one year 36 2.31 1.261 .210
this bank 1 or more than one year 14 2.71 .994 .266
I will continue using the Lessthan one year 36 2.39 1.076 .179
services of this bank 1 or more than one year 14 2.50 1.160 .310
I recommend my bank to Lessthan one year 36 2.61 1.153 .192
others 1 or more than one year 14 2.43 1.342 .359
I will switch to other Lessthan one year 36 3.19 1.670 .278
bank when they provide 1 or more than one year 14 3.21 1.122 .300
good service
I will switch to other Lessthan one year 36 3.19 1.390 .232
bank when it have 1 or more than one year 14 2.86 1.562 .417
problems
The result of T-test for the variable “ loyalty of customer wit SBI” among the experience of
customer with the bank wise classification of respondents gives F values 3.676, 1.396, 0.026,
1.052, 9.154 and 0.250 are found to be not significant at 5 per cent level (p>0.05). Hence the
null hypothesis is not rejected. It means the respondents are found to be loyal similarly as to
period of association ship. It might be due to shorter working experience of the bank too.
6.5 CUSTOMER PERCEPTION ON PROBLEMS FACED IN E-BANKING

SERVICES.
The SBI provide e-banking services to its customers. From the collected respondents most
(86 percentage) of the peoples are use e-banking services only 14 percentage of the
respondents are not using the e-banking services. While using e-banking services the
customers may face the following problems like shortage of money in ATM, amount
debited but not withdrawn, no access to internet, problem in fund transfer, insecure
transaction, chance of hacking and personnel information is not protected etc.
Kruskal Wallis test is used to find the customer perception on problems faced in the e-
banking services and to test the following hypothesis
41
H0: There is difference in the customer perception on problems faced in e-banking services
among the different age group of the respondents.
H1: There is no difference in the customer perception on problems faced in e-banking

services among the different age group of the respondents.
Table 6.5.9 AGE – WISE MEAN RANK ON E-BANKING PROBLEMS

Number of
Age respondents Mean Rank
Shortage of money at ATM Up To 20 8 20.88
20-40 20 22.10
40-60 10 26.05
Above 60 5 15.30
Total 43
Amount debited but not withdrawn Up To 20 8 31.50
20-40 20 20.63
40-60 10 15.05
Above 60 5 26.20
Total 43
No access to internet Up To 20 8 21.44
20-40 20 24.38
40-60 10 19.20
Above 60 5 19.00
Total 43
Problem in fund transfer Up To 20 8 27.25
20-40 20 22.70
40-60 10 12.60
Above 60 5 29.60
Total 43
Insecure transactions Up To 20 8 24.44
20-40 20 23.45
40-60 10 15.85
Above 60 5 24.60
Total 43
Personnel information is not protected Up To 20 8 26.69
20-40 20 19.40
40-60 10 22.35
Above 60 5 24.20
Total 43
Table 6.5.10 KRUSKAL WALLIS TEST
Shortage
of Amount No Problem Insecure Personnel
money debited but access to in fund transactio information is
at ATM not withdrawn internet transfer ns not protected
Chi-Square 2.900 10.489 1.862 10.116 3.701 2.412
Df 3 3 3 3 3 3
Asymp. Sig. .407 .015** .602 .018** .296 .491
a. Kruskal Wallis Test
b. Grouping Variable: AGE
**Significant at 5 percent level of significance
The table 6.5.8 and 6.5.9 reveals that all the hypothesis except relating to amount debited but
not withdrawn and problems in fund transfer are not rejected as the p value are 0.015 and 0.018.
As related to hypothesis, other e-banking problems are rejected as the P value are
0.407, 0.602, 0.296 and 0.491 (p>0.05). The amount debited but not withdrawn are mostly
faced by the age group 20 – 40 which has the least mean rank (mean rank 15.05). In case of
problem in fund transfer are mostly faced by the age group 20-40 (lowest mean rank 12.60).
6.6 SATISFACTION OF CUSTOMERS WITH SBI
The customer satisfaction is measured in five perspectives, that is

1. Product related satisfaction
2. Price related satisfaction
3. Place related satisfaction
4. People related satisfaction
5. Process related satisfaction
6. Satisfaction with regard to promotion related elements
7. Satisfaction with regard to physical evidence.
H0: There is no significant variation in the mean scores of the set of variables describing
level of satisfaction of the products and services of SBI between educational qualifications,
type of account and experience of customer with the bank.
H1: There is significant variation in the mean scores of the set of variables describing level
of satisfaction of the products and services of SBI between educational qualifications, type
of account and experience of customer with the bank.
MANOVA is used to test the hypothesis. The test results are presented on the table 6.6.11,
6.6.12, 6.6.13, 6.6.14, 6.6.15, and 6.6.16.
Table no 6.6.11 MANOVA-General linear model

Multivariate Tests
Effect Value F Hypothesis df Error df Sig.

Experience Pillai's Trace 1.127 8.173 12.000 76.000 0.000*
a
of customer Wilks' Lambda .004 92.973 12.000 74.000 0.000*
with the Hotelling's Trace 223.688 671.063 12.000 72.000 0.000*
bank Roy's Largest Root 223.536 1415.731b 6.000 38.000 0.000*
Educational Pillai's Trace .612 1.665 18.000 117.000 .056
qualification Wilks' Lambda .482 1.718 18.000 105.137 0.047*
Hotelling's Trace .888 1.759 18.000 107.000 0.040*
b
Roy's Largest Root .629 4.090 6.000 39.000 0.003*
Nature of Pillai's Trace .334 .815 18.000 117.000 .679
account Wilks' Lambda .697 .797 18.000 105.137 .700
Hotelling's Trace .393 .778 18.000 107.000 .721
Roy's Largest Root .235 1.531b 6.000 39.000 .194
* Significant at 5 per cent level of significance
Table 6.6.12 ESTIMATED MARGINAL MEAN

GRAND MEAN
95% Confidence Interval
Lower
Dependent Variables Mean Std. Error Bound Upper Bound
Product Related Service 2.213 .153 1.905 2.522
Price Related Service 2.506 .097 2.310 2.702
People Service Related 2.524 .085 2.353 2.694
Satisfaction
Process Related Satisfaction 2.157 .059 2.038 2.276
Promotion Related Satisfaction 2.375 .140 2.092 2.659
Physical Evidence Related 2.452 .103 2.245 2.660
Satisfaction
44
Table 6.6.13 TEST OF BETWEEN –SUBJECTS EFFECTS
Type I Sum Mean

Source Dependent Variable of Squares df Square F Sig.
Experie product related service 252.211 2 126.106 209.737 0.000*
nce of price related service 319.556 2 159.778 656.624 0.000*
custom people service related 324.517 2 162.258 879.884 0.000*
er with satisfaction
the process related 235.776 2 117.888 1319.896 0.000*
bank satisfaction
promotion related 336.293 2 168.147 331.739 0.000*
satisfaction
physical evidence 295.340 2 147.670 540.850 0.000*
related satisfaction
Educati product related service .907 3 .302 .503 .682
onal price related service .694 3 .231 .951 .425
qualific people service related .787 3 .262 1.422 .250
ation satisfaction
process related .180 3 .060 .671 .575
satisfaction
promotion related 2.213 3 .738 1.455 .240
satisfaction
physical evidence 5.826 3 1.942 7.112 0.001*
Nature product related service 1.490 3 .497 .826 .487
of price related service .810 3 .270 1.110 .356
account people service related .342 3 .114 .618 .607
satisfaction
process related .293 3 .098 1.094 .362
satisfaction
promotion related .518 3 .173 .341 .796
satisfaction
physical evidence .366 3 .122 .447 .720
* Significant at 5 per cent level of significance
45
Table 6.6.14 EDUCATIONAL QUALIFICATION
95% Confidence Interval

Educational Std. Lower Upper
Dependent Variable Qualification Mean Error Bound Bound
Product Related Up To +2 2.546 .215 2.112 2.980
Service Degree 2.149 .243 1.659 2.639
Post-Graduation 2.199 .305 1.583 2.815
Others 1.960 .318 1.319 2.601
Price Related Service Up To +2 2.595 .137 2.319 2.871
Degree 2.448 .155 2.137 2.760
Post-Graduation 2.682 .194 2.290 3.074
Others 2.299 .202 1.891 2.707
People Service Related Up To +2 2.509 .119 2.269 2.749
Satisfaction Degree 2.362 .135 2.091 2.634
Post-Graduation 2.551 .169 2.210 2.893
Others 2.671 .176 2.316 3.027
Process Related Up To +2 2.175 .083 2.008 2.343
Post-Graduation 2.254 .118 2.016 2.491
Others 2.166 .122 1.919 2.413
Promotion Related Up To +2 2.444 .198 2.046 2.843
Post-Graduation 1.990 .280 1.424 2.556
Others 2.466 .292 1.877 3.055
Physical Evidence Up To +2 2.717 .145 2.425 3.010
Related Satisfaction Degree 1.921 .164 1.591 2.251
Post-Graduation 2.544 .206 2.129 2.959
Others 2.628 .214 2.195 3.060
46
Table 6.6.15. TYPE OF ACCOUNT
Std. 95% Confidence Interval

Dependent Variable Type Of Account Mean Error Lower Bound Upper Bound
Product Related Savings A/C 2.239 .171 1.893 2.585
Service Fixed A/C 2.044 .302 1.433 2.654
Current A/C 2.605 .271 2.059 3.151
Recurring Deposit 1.966 .410 1.140 2.792
A/C
Price Related Savings A/C 2.606 .109 2.386 2.826
Service Fixed A/C 2.266 .192 1.878 2.654
Current A/C 2.485 .172 2.138 2.833
A/C
People Service Savings A/C 2.597 .095 2.406 2.789
Related Satisfaction Fixed A/C 2.404 .167 2.066 2.741
Current A/C 2.662 .150 2.360 2.965
A/C
Process Related Savings A/C 2.257 .066 2.124 2.391
Satisfaction Fixed A/C 2.232 .117 1.997 2.467
Current A/C 2.052 .104 1.841 2.262
A/C
Promotion Related Savings A/C 2.495 .157 2.177 2.813
Satisfaction Fixed A/C 2.261 .278 1.701 2.821
Current A/C 2.525 .248 2.023 3.026
A/C
Physical Evidence Savings A/C 2.539 .116 2.306 2.773
Related Satisfaction Fixed A/C 2.531 .204 2.120 2.942
Current A/C 2.292 .182 1.924 2.660
A/C
47
Table 6.6.16. EXPERIENCE OF CUSTOMER WITH THE BANK
HOW LONG HAVE Std. 95% Confidence Interval
Dependent Variable BEEN A CUSTOMER Mean Error Lower Bound Upper Bound
Product Related Less than One Year 2.123 .162 1.796 2.449
Service 1 or more than 1 year 2.304 .238 1.824 2.784
Price Related Service Less than One Year 2.551 .103 2.343 2.759
1 or more than 1 year 2.462 .151 2.157 2.767
People Service Less than One Year 2.600 .090 2.419 2.781
Related Satisfaction 1 or more than 1 year 2.447 .132 2.181 2.713
Process Related less than One Year 2.144 .062 2.018 2.270
Satisfaction 1 or more than 1 year 2.169 .092 1.984 2.354
Promotion Related less than One Year 2.597 .149 2.297 2.897
Satisfaction 1 or more than 1 year 2.153 .218 1.713 2.594
Physical Evidence less than One Year 2.464 .109 2.243 2.684
Related Satisfaction 1 or more than 1 year 2.441 .160 2.118 2.765
The estimated marginal mean and MANOVA tables 6.6.11. 6.6.12, 6.6.13, 6.6.14, 6.6.15,
and 6.6.16 indicate that the mean score of the six variables of satisfaction of customer
satisfaction taken together varyover educational qualification, andexperience of customer
with bank. Customer satisfaction with regards to experience of customer with bank is found
to be significant independently. The statistical significance of the variation of the mean
confirms this. In addition, the MANOVA is characterised by powerfulPillai’s trace test is
significant at 5percent level of significance(value of F=8.173 with P=0.00 <0.05as to
experience of customer with the bank). With regard to educational qualification, even
6variables taken together vary, they are found to be not significant independently. The
mean score with regards to product and process related satisfaction are found to be lower. It
means that respondents having less than one year experience are highly satisfied in respect
of product and process related services (with low mean score 2.123,2.144 respectively).
Represents having an experience of one or more than one year are found to be highly
satisfied with price, people, promotion and physical evidence related services of bank(with
low mean score 2.462,2.447,2.153 and 2.441 respectively).
CHAPTER 7
SUMMARY OF FINDINGS,
SUGGESTIONS AND CONCLUSION
FINDINGS, SUGGESTION AND CONCLUSION
This chapter is devoted for giving summary of findings made from the study and offering
suggestion to improve the customer satisfaction in SBI Namakkal branch. The findings are
presented on the basis of different tools of analysis such as, Chi-Square Tests, MANOVA,
One-way ANOVA, T-Test and KruskalWallisTest.
7.1) FINDINGS OF THE RESEARCH
7.1.1) Demographic profile of the collected respondents
The majority (48 per cent) of the customers belong to the age group 20-40. Gender wise
classification shows that out of 50 respondent’s majority (54 per cent) are male. As to
educational qualification 36 per cent are degree holders and only 14 percentage are post
graduate. Only 34 per cent are studied up to 12th (including illiterates).
The monthly income classification of respondents reveals that majority (36 per cent)
of them fall under the income group 10001-20000 and almost 84 per cent of the
respondents were receiving less than 20000 as monthly income.
7.1.2) Banking profile of the collected respondents
Majority of the respondents (50 per cent) have saving account. 8 per cent of the
respondents have recurring deposit account. In case of frequents of visit, the
majority of the respondents (24 per cent) visit the bank or its out lets twice in a
week. The majority of the respondents have account in more than one bank. 26 per
cent of the respondents are considered Federal Bank as most preferred bank of them.
24 per cent of the respondents choose SBI as their most preferred bank.
The bank still seems unable to provide friendly atmosphere to its customer because
only about one tenth of people were strongly agreed with the fact that SBI is able to
create friendly service...
7.1.3) Findings on customer evaluation on banking products and services.
Customer evaluation on fee based banking products and services” among the
monthly income wise classification of respondents are found to be not significant at
5 Per cent level (p >0.05) except the fee based services like issuing travellers cheque
and purchase and sale of securities. The F value of above stated services include
4.286 and 3.126 which are found to be significant at 5 percent level (p 0.009, 0.035).
50
7.1.4) Findings on loyalty of customer
The “loyalty of customer with SBI” among the experience of customers with the
bank wise classification of respondents are found to be not significant at 5 per cent
level (p>0.05). It means that the collected respondents are not loyal about the bank.
It might be due to shorter working experience of the bank too.
7.1.5) Findings on problems faced in e-banking services
The customers face so many problem while using e-banking services. The Kruskal
Wallis test shows that all the e-banking problem except amount debited but not
withdrawn and problem in fund transfer are not statistically significant at 5 per cent
level of significance. Because the P values are above 0.05. The above stated
problems are mostly faced by the age group in between 20-40.
7.1.6) Findings on satisfaction of customers
The customer satisfaction with regard to experience of customer with the bank is found to
be significant independently.
The respondents having an experience of one or more than one year are found to be highly
satisfied with price, people, promosion and physical evidence related services of the bank.
About 20per cent of the customers are unaware about the innovative services provided by
the bank.
7.2) SUGGESION FOR IMPROVING CUSTOMER SERVICE
7.2.1) Customer Education & Awareness programs
Customer education is simply the process by which people are taught about
various goods and services in detail so that the consumer would get the maximum
satisfaction and utilization of it. There are lots of advantages of consumer education such as
it acts as feedback for the business, the interaction between consumer and producer helps to
standardize the products and services.
I would thus suggest SBI Namakkal branch to carry out customer education and awareness
programs through different media. Since higher number of customer of Kollengode SBI
even do not know about the products and services such as use of ATM, Internet Bank,
Mobile Banking, different beneficial schemes etc., it would be a great start for SBI to create
awareness campaign where they could guide customers about the products and use of
different services.
51
7.2.2) Beneficial schemes
SBI Namakkal branch has different beneficial schemes for its customers such as different
types of deposit accounts with attractive interest rates, cheaper interest rates on long term
loans, travel cards, etc. However, only few customers seem to be benefitted from these
schemes. The bank should try to focus such schemes to deprived and poor groups so that all
of its customers would get an equal opportunity. Several researches should be carried out
regarding the issue.
7.2.3) Advertisements
According to the free dictionary advertisement is a notice, such as a poster or a paid

announcement in the print, broadcast, or electronic media, designed to attract public
attention or patronage. Thus, advertisements play a vital role in case of Kollengode SBI to
present its product and services to general public through different public Medias.
7.2.4) Training programs
Training program is very essential with the development and standardization of the
products and services. Systems and products are getting scientific day by day. So it is very
important for SBI to manage some training programs to give actual guidance to its
customers to use the products effectively.
7.2.5) Employee training programs
Employees being the key element of any business firm play a vital role in the management
of the business. The quality service can be assured only if the employees are well trained.
The employees should first know about the use of products and services in a right way then
only s/he is able to make customers satisfy. Use of modern equipment’s, devices,
accounting systems, billings and fillings always needs a right training to make the job done
accurately and in right time. Accuracy and punctuality is the key term for the success of the
banking institute. Thus Kollengode SBI should conduct regular trainings programs for its
staffs under different category. The different departments should get specific trainings and
guidance in order to create quality services and products.
7.2.6) Company policy and guidance
To belong to the crowd creates motivation; it is very important for workers to receive timely
information, communications, understanding of company’s policy of decision making,
advancement and growth opportunities, participation in team meetings and programs, etc.
Staffs of SBI are not satisfied in high level which could obviously affect the job
performance. It is thus very important for managers to conduct such programs where staffs
would get adequate information about the company policies and the communication
process. Besides, proper guidance is always important.
7.2.7) Avoid technical problems
It is very essential to avoid banking technical problems such as disturbances in ATM

machines, Internet banking, SMS banking, etc. Proper update of financial transaction
should be assured to get customers in high satisfaction level.
7.2.8) Gap close
It is very important and highly recommended to the managers of SBI to find out the real gap
between customers’ expectations and employees’ knowledge about customers wants and
desires. Proper research being based on the gap analysis would be highly recommended.
7.3) SUGGESSION FOR FURTHER RESEARCH
The present study has some limitations and it is very essential to recognize them to refine
future researches. Firstly the survey questionnaire was given during bank hours;
respondents may not have had time to respond because of the lack of time, stress and
pressure at work. It give importance only to the customer satisfaction and doesn’t measure
the employee’s satisfaction clearly. For the future research, more related attributes can be
added to make the survey more precise and more applicable to the bank industry.
7.4) CONCLUSION
It is very important for any business firm to assess the level of customer satisfaction. High level
of satisfaction could translate into profits whereas low level of satisfaction means customers are
more likely to shift in favour if competitors. The first main objective of this survey was to find
the level of customer satisfaction and as per the findings of this survey; SBI Namakkal branch’s
customers are fairly satisfied. The results from returned questionnaires showed that a majority
of customers were either satisfied or neutral with SBIs’
53
performance. Overall the questionnaire shows that the products and services provided are at
good level however, great improvements are needed to enhance the satisfaction level.
The result showed that high number of respondents stayed neutral about the loan products
and online banking system of Nepal SBI bank. Thus it can be concluded that many
customers are still unknown about the schemes and process of getting loan from Bank.
Higher numbers of respondents still do not find internet banking as a useful product of bank
since they are not properly guided about the system. Regarding the check and Interest
bearing products, respondents are equally satisfied or dissatisfied. It can be concluded that
SBIs’ product is still not yet in high level to satisfy higher number of customers.
SBI Kollengode bank has still a lot to do to enhance customers’ loyalty since almost
half of the customers are just fairly satisfied followed by the group who had no opinion
about what relation and loyalty means. There are no one have a loyalty about the banks
performance. It is because of that the bank has only two years of experience. Within that
short period it is not possible to make loyal customers. When the bank has performed more
than 5 years it must have some loyal customers it is possible only when the bank performed
to meet the customer’s expectations.
Majority of respondents found accessibility and navigation of web pages easier

and satisfactory. However, still many had no idea about the use of webpage makes a
conclusion that SBI Kollengode bank has to conduct several customer education programs
to guide customers about the use of products and services they have designed. The
customer satisfaction department of SBI bank seemed to be able to satisfy the high number
of customers.
Customers are fairly satisfied with the scheme of loan products of SBI. Most people are still
unknown about the provided scheme or it could be as if the process to get loan from bank is too
difficult. The bank should study more about the matter. Customers seem to be very satisfied
regarding the deposit product however employee contact relationship seems to be poor. Either
the employees may not be well trained to serve customers in right way or time to serve many
customers in a day could be the main reason behind the dissatisfied customers.
54
BIBLIOGRAPHY
BIBLIOGRAPHY
WEBSITES
1. www.ethesissaurashtrauniversity.edu
2. www.academia.edu
3. www.Shodhgangainflipnet
4. www.Wikipedia.com
5. www.Googlesearch.com
6. www.statebank.com
56
APENDIX
INTERVIEW SHEDULE
This interview schedule is administering a project study entitled “customer
satisfaction towards the selected banking products and services of SBI

Namakkal branch”. Kindly answer to each question carefully .The data
provided by you will be kept strictly confidential and will be used for the study
purpose only.
PART 1
PERSONAL PROFILE
1) Gender : Male Female
2) Age : Up to 20 20-40
40-60 Above 60
3) Educational qualification : Up to 12 Degree
Post-graduation Others
4) Occupation : Agriculture Govt. service
Business Self employment
Studying
5) Monthly income : Below 5000 5001 to 10000
10001 to 20000 More than 20000
PART 2
BANKING PROFILE
6) Which type of account do you have?
Savings a/c Fixed a/c
Current a/c Recurring deposit a/c
58
7) How long have you been a customer of this bank?
Less than one year 1 or more than 1 year
8) How frequently do you visit the bank?
Once in2-3days once a week Twice a week
Fortnightly Monthly
9) Tick the bank in which you have account
SBI PNB SBT Dhanalakshmi bank
SIB Federal bank Canara bank
10) Which is your most preferred bank among the following?
SIB SBT SIB Dhanalakshmi bank
PNB Canara bank Federal bank
PART 3
CUSTOMER EVALUATION ON BANKING PRODUCTS AND SERVICES
11) How do you feel about the rate charged by the bank to the following
services?(H=High, M=Moderate, L=Low)
Sl no Services H M L
1 Issuing draft
2 Safety lockers
3 Collection of cheques and bills
4 Issuing travellers cheque
5 Payment of bill on behalf of customer
6 Foreign money exchange and transfer
7 Purchase and sale of securities
59
PART 4
CUSTOMER SATISFACTION
12) Based on your experience with this bank how satisfied are you with the
following?
(HS=highly satisfied, S=satisfied, N=Neutral, DS=dissatisfied, HDS=highly

dissatisfied)
Sl no Statements HS S N DS HDS
1 Product related satisfied
1.1 Wide range of products and services
1.2 Innovativeness in introducing new schemes
1.3 Speed of withdrawal
1.4 Speed of depositing money
1.5 Availability of mutual fund/insurance schemes
1.6 Availability of loan
2 Price related satisfaction
2.1 The service charged on banking products and
services
2.2 Interest charged on loan
2.3 Interest on savings deposit
2.4 Interest available to the senior citizens
2.5 Rates charged on discounting of bills
3 Place related satisfaction
3.1 The bank is located in a convenient area
3.2 Parking facilities
3.3 Availability of ATMs at convenient place
3.4 Availability of top officials in case of need
4 People service related satisfaction
60
4.1 Employees understand the need of customers
4.2 Knowledge of employees about the products and

services
4.3 Courteous and help full behaviour of employees
4.4 Satisfactory redresser of complaints by employees
4.5 Prompt services by employees

4.6 Availability of employees at respective counters
4.7 Employees give individual attention to employees
4.8 Quick response to customer queries
5 Process related satisfaction
5.1 The grievance redresser mechanism of the bank
5.2 Time taken for opening an account
5.3 Fully computerised transactions make banking
services quick and prompt
5.4 FAQs/instruction in website help to learn facts
5.5 Website of the bank
5.6 Website provide accurate and updated
information
5.7 The toll free number services is very effective in

clarifications
6 Satisfaction with regard to promotion related elements
6.1 Personal information is provided on launching
new products and services
6.2 The media of advertisement is suitable and

relevant
6.3 The theme , layout and language of advertisement

is attractive and informative
61
6.4 Banking staff provides guideline to take banking
products and services
7 Satisfaction with regard to physical evidence
7.1 The office premises are clean and tidy
7.2 Proper sitting facilities for waiting inside the bank
7.3 The interior of bank is comfortable with sufficient

space for queues
7.4 He physical layout of premises ,furnishings are

comfortable
PART 5
LOYALTY OF CUSTOMER
14) Rate the following statements
(SA=Strongly agree, A=Agree, N=Neutral, D=Disagree, SD=Strongly disagree)
Sl no Statements SA A N D SD
1 I have never seriously considered changing this
bank
2 I consider myself to be a loyal customer of this
bank
3 I will continue using the services offered by this
bank
4 I recommend my bank to others
5 I will switch to a competitor bank that offer more
attractive benefits/interest rates
6 I will switch to a competitor bank when there are
problems with the current banks services
62
PART 6
CUSTOMER PERCEPTION ON PROBLEMS FACED IN E-BANKING

SERVICES
15) Do you use e-banking services?
Yes No
Note: If yes rate the following e-banking problems otherwise jump on to the next
question
Sl no Problems Often Rarely Never

1 Shortage of money in ATM
2 Amount debited but not withdrawn
3 No access to internet
4 Problems in fund transfer
5 Insecure transactions
6 Chance of hacking
7 Personnel information is not protect
16) Give suggestions to improve the customer services in bank
……………………………………………………………………………………
……………………………………………………………………………………
………………………………………………………………………………….
Thanks for giving your valuable time

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CHAPTER 1

1.3) STATEMENT OF THE PROBLEM

The basic objectives of the studyare given below

1.5) METHODOLOGY AND COLLECTION OF DATA

1.7) TOOLS USED FOR ANALYSIS

1.7.1) ONE-WAY ANOVA

1.7.2)) Independent sample t- test

1.7.3) Kruskal-Wallis Test

The MANOVA (multivariate analysis of variance) is a type of multivariate analysis used to

1.8) LIMITATIONS OF THE STUDY

A literature review is a description of the literature relevant to a particular field or

Dr. SandipGoel (1998) conducted a study on “Financial Appraisal of Banking Industry –

B. S.Bodla and RichaVerma (1999) conducted a study on “Earning Quality of Scheduled

Dr. M.Selvakumar and P.G.Kathiravan (2008) conducted a study on “A Study of

Sukhdev Singh (2011) conducted a study on “Management of Profitability in Commercial

Structure of Indian Banking System

3.2) THE GAP MODEL OF SERVICE QUALITY

Gap 1 “Unknown about customer expectation”

Gap 3 “Unable to deliver the standard services”

4.2.2) ATM SERVICES

4.3) SUBSIDAIRIES OF SBI

The eight banking subsidiaries are:

4.6) State Bank Freedom – Your Mobile Your Bank

 Mobile Banking Service is now available on non-java mobiles without

5.2) CUSTOMER PREFERENCE AND SATISFACTION TOWARDS BANKING

Factors Affecting Customer Satisfaction

5.4) The ISO Guideline (Measuring Customer Satisfaction Level)

Unless we measure and define different parameters of customer satisfaction we cannot

The analysis is presented in six parts

1. Demographic profile of respondents

2. Banking profile of the customers

3. Customer evaluation on banking products and services

5. Customer perception on problems faced in e-banking services

6. Satisfaction of customer with SBI.

Table 6.1.1 DEMOGRAPHIC PROFILE OF RESPONDENTS

Table no 6.2.2 BANKING PROFILE OF CUSTOMERS

Table 6.2.3 OPINION ON FORMALITIES TO OPEN AN ACCOUNT

It is clearly understood that out of 50 respondents 14 respondents are highly satisfied

6.2.1 FRIENDLY SERVICES

Graph 6.2.1 CUSTOMERS GET FRIENDLY SERVICE FROM SBI

Source: Primary Data

6.2.4 ACCESSIBILITY OF WEB PAGE

Table 6.2.4 ACCESSIBILITY OF WEB PAGE

Opinion of the respondents Percent of respondents

6.3 CUSTOMER EVALUATION ON BANKING PRODUCTS AND SRVICES

Table 6.3.5 ONE-WAY ANOVA

6.4 LOYALTY OF CUSTOMER

6.5 CUSTOMER PERCEPTION ON PROBLEMS FACED IN E-BANKING

H1: There is no difference in the customer perception on problems faced in e-banking

Table 6.5.9 AGE – WISE MEAN RANK ON E-BANKING PROBLEMS

6.6 SATISFACTION OF CUSTOMERS WITH SBI

The customer satisfaction is measured in five perspectives, that is

Table no 6.6.11 MANOVA-General linear model

Effect Value F Hypothesis df Error df Sig.

Table 6.6.12 ESTIMATED MARGINAL MEAN

Type I Sum Mean

95% Confidence Interval

Std. 95% Confidence Interval

7.1) FINDINGS OF THE RESEARCH

7.1.1) Demographic profile of the collected respondents

7.1.2) Banking profile of the collected respondents

7.1.3) Findings on customer evaluation on banking products and services.

7.1.6) Findings on satisfaction of customers

7.2) SUGGESION FOR IMPROVING CUSTOMER SERVICE